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Game keeps randomly restarting


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#1 Roguewave

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Posted 16 February 2023 - 01:00 AM

Game keeps restarting every few min.. also issues with background… I have iPhone and many other team members are having same issue. Have tried uninstalling and reinstalling.. starting to not even bother playing because it happens so often
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#2 meljer

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Posted 16 February 2023 - 01:27 PM

good morning,

 

im sorry you are having issues with the game, i advise you to write a ticket to support so they can dive deeper into the problem and hopefully find you some answers. my best advice here is try deleting the cache, history and restarting the phone. but writing a ticket might get you more options and they can research it more. 

 

-mel



#3 CrisK

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Posted 16 February 2023 - 03:46 PM

I have the same problems, I wrote to support with added screenshots but ..no fix until now.
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#4 Hurric4ne VII

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Posted 16 February 2023 - 11:38 PM

Hello,
 

I have the same problems, I wrote to support with added screenshots but ..no fix until now.

 

Please keep pushing, the more you answer to the staff's questions the easier it will be to get the problem addressed and fixed.

 

Does anyone else face the same problem? If yes to what kind of device? 

 

We're sorry for the inconvenience and thank you for your patience, we hope this gets solved soon. 



#5 CrisK

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Posted 17 February 2023 - 07:48 PM

Support is rly bad, some of then are PR persons not technical so is hard to make them understand what is going on. Also some of them don’t play the game ever so they are just an interface to tech staff. Is called birocracy.
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#6 meljer

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Posted 17 February 2023 - 09:38 PM

Support is rly bad, some of then are PR persons not technical so is hard to make them understand what is going on. Also some of them don’t play the game ever so they are just an interface to tech staff. Is called birocracy.

im sorry you are having issues when it comes to support, i can assure you that alot of them do in fact play the game but they have to get as much details from each player so they can look into the matter and forward it when need be. for instance i can be playing on my app and not have a single problem that someone is else is reporting, so therefore i can not replicate the issue.  the more information that is provided the better. if you just write my game crashes that doesnt help as much as telling us how you play, which device, how often etc. again im sorry you are having problems i hope we can figure things out for you.


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#7 CrisK

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Posted 18 February 2023 - 11:02 AM

Ty for answer :). I already did what you said, waiting for updates that will fix the problems.
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#8 Tidalwave

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Posted 19 February 2023 - 05:11 PM

I have had this happening too but it seems to only be once, maybe twice per day per server. Not as often as roguewave. It seems like the game can't keep up. It pops up with an error saying it needs to restart. Once I have gone through that on each server it seems OK, but I am on android.

#9 Hurric4ne VII

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Posted 20 February 2023 - 01:04 PM

Hey there. It would be great to have more samples of issues, so if they're reported to the support we can at least have a picture of how widespread these bugs are while reporting them. 



#10 Diago

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Posted 21 February 2023 - 03:06 AM

Like many others I reported the problem and was told it was my device.  I hope they fix it soon or I’m done playing it is more aggravating now than fun.



#11 CrisK

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Posted 21 February 2023 - 08:22 AM

“My problem” is forwarded to developers! :)))
Is nice how they throw the cat to my yard..”my problem” ;)

#12 Hurric4ne VII

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Posted 21 February 2023 - 11:03 AM

Hello,

 

“My problem” is forwarded to developers! :)))
Is nice how they throw the cat to my yard..”my problem” ;)

 

We can assure you that this isn't the wording used, nor the intent you assume that is behind it when a case is sent to the programing department. We know that on your part, you didn't do anything to cause the problem, and even if it was just a matter of device, it is still worthy of pursuing/fixing. :) 

 

We hope everything gets resolved soon, thank you all for your comments/reports.



#13 Tidalwave

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Posted 23 February 2023 - 10:22 PM

The problem is there is nothing to screenshot. Sometimes it gives me a message saying it needs to restart but sometimes the screen just goes white in the middle of something then you see the herozero logo as its restarting.
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#14 Roguewave

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Posted 23 February 2023 - 10:39 PM

I never get a heads up.. I will be in the middle of playing and screen goes white and restarts.. no message, nothing.. can’t screenshot something that’s not there. I have refused to purchase donuts, especially for last herocon. It was not worth it as this issues prevented me from beating anyone.. I will not purchase anything else for this game til this is fixed
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#15 Hurric4ne VII

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Posted 24 February 2023 - 01:27 PM

Good afternoon,

 

In regards to the Android issues, they have been reported, so we are expecting a global fix soon. Are you talking about iPhones in this case? 



#16 CrisK

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Posted 25 February 2023 - 04:45 PM

iphone here, about 30 restarts daily, randomly.

#17 Zerovision

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Posted 26 February 2023 - 08:29 PM

Hello  (wave)
 
I'm having the same problem as everyone else. Here are some suggestions on how I can help you. First of all, this problem is experienced on iPhone brand devices. Androids are fine. If you enter the browser and say "add to home screen" instead of playing the game from the application, and log in from there, such errors will be seen less in your account. The same problems still exist, but less often. I believe this issue will be resolved with the next update. Just a little patience and optimism. (smug)
 
I wish you good games and good forums.


#18 CrisK

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Posted 07 March 2023 - 01:40 PM

Sadly new update is here but no fix for randomly restarts or crop game after playing ads. All errors are on IOS.
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#19 Roguewave

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Posted 07 March 2023 - 02:16 PM

Same here… still randomly restarting. I even uninstalled and reinstalled

#20 CrisK

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Posted 07 March 2023 - 02:58 PM

I can send 1 iPhone for testing to your team if you need.




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